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Business Profile

Fashion Accessories

Abercrombie & Fitch

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fashion Accessories.

Complaints

This profile includes complaints for Abercrombie & Fitch's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 668 total complaints in the last 3 years.
    • 335 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/28/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I returned an order to Abercrombie. The order was lost in transit. I provided the order number and tracking. Abercrombie provided the return label. I returned it on 4/4/25. I have been chatting with Abercrombie representatives for weeks. I have screen shots of employees telling me to come back 04/25 so its been 3 weeks, and they will issue my refund.I did that and was told he couldnt help me and hed get my info to a specialized team.I chatted again today, and was told the same thing.I also emailed them. I received an email stating they didnt receive the correct items, and will not refund me, unless I can prove otherwise.Ive been ordering for years from Abercrombie and have spent thousands of dollars with them. Im appalled by the customer service.I paid through Klarna and was told they would not resolve the issue, Abercrombie would need to.I do not have the items. I do not have proof that they were returned as Im not in the habit of taking photos of items before sending them back.

      Business Response

      Date: 04/30/2025

      Hello ********,

      Thank you for contacting us via the Better Business Bureau regarding this matter!

      We would like the opportunity to review your concerns and discuss this situation with you. A member of our ************* team will be contacting you shortly via email. 


      *************
      ********************** & ********************

      Customer Answer

      Date: 04/30/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      ******** ******

    • Initial Complaint

      Date:04/25/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had gone to the Abercrombie & Fitch Store at the ******************* on April 4th to exchange the shirts I ordered online for a different size. The clerk reordered the shirts for me to be delivered to my house. I was charged on that day in the amount of $*****. I received a shipment notification on April 5th that my order was on its way. The last of the ***** notifications said my order was out for delivery on April 14th. I completely forgot about the order until I remembered I still havent received the products. I emailed Abercrombie on April 17th, no response. I emailed on April 21st, no response. A resolution would be greatly ************** the amount of *****

      Business Response

      Date: 04/28/2025

      Hi *****, 

      Thank you for contacting us via the Better Business Bureau regarding your missing order!

      We are sorry to hear that you have not yet received your order 21174988403 and have not been able to receive communication from our customer care team regarding the whereabouts of this order. We truly understand how frustrating this has been for you! We would like the opportunity to review your concerns and discuss this matter with you via email, therefore, a member of our ************* team will be contacting you shortly. Please be on the lookout for our email! 

       

      ***

      ************* 

      ********************** & ********************

      Customer Answer

      Date: 04/29/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      ***** *******

    • Initial Complaint

      Date:04/25/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      - order placed on April 10th - order delivered via ***** to a random door that was open on April 17th - worked with the staff at my complex to try and locate the package from April 17th-April 19th - contacted Abercrombie & Fitch on April 19th about the missing package asking for a refund, there response was no with attitude - filed a police report for this missing package on April 20th - filed a dispute with ****** on April 20th - Abercrombie & Fitch and ****** both denied my claim over a misdelivery

      Business Response

      Date: 04/28/2025

      Hello *******,

      Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your shipment was marked as delivered by the shipping carrier but unable to be located.

      We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 


      *************
      ********************** & ********************

      Customer Answer

      Date: 04/28/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint in issuing a refund.

      Regards,

      ******* *****

    • Initial Complaint

      Date:04/22/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To whom it may concern - Im having an issue with an order that I thought was resolved however am not getting conflicting information. I dont know where else to turn other than the BBB. My order ID is ***********. I ordered a top, skirt and a pullover. I received my package today and I received a sweater vest. If you review my order confirmation, I did not order a sweater vest. I ordered a black top, leopard print skirt and a leopard print pullover. Review of my order slip in my package also reflects my information and what I ordered. I really needed this order asap and dont have time to await a reshipment. I reached out and was told I was refunded & was given a 20% off promo code for future use. However I then got an email that my refund was denied. However per the attachment a refund was not requested - a refund was provided. Please do the right thing and provide a refund.

      Business Response

      Date: 04/23/2025

      Hello,

      Thank you for taking the time to reach out!  We are so sorry your experience wasn't the best. We are thrilled to confirm that our Research and Resolution team has decided to reverse the denial of your request for order ***********. Our ************* Team recently sent an email to confirm that refund to you. Please keep an eye out for that!  We sincerely appreciate your feedback and look forward to making your next experience that much better!

      If you have any questions or concerns in the future, please don't hesitate to reach out to us at ************************************************** or call us at ************, or even chat with us on our website! We'd love to help.

      Thank you for shopping with A&F!

      Sincerely,

      Customer Answer

      Date: 04/23/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      **** *****

    • Initial Complaint

      Date:04/21/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently placed an order (#***********) but received the incorrect product. Upon inspection, I discovered the item had the correct label and hangtags for the dark denim color I ordered; however, the actual product was from the white assortment. I immediately informed your customer service team, provided detailed explanations along with photographic evidence, and received assurances that they understood the issue.Regrettably, despite this clear communication, the replacement shipment I received contained the exact same mislabeling issue. I strongly suspect that your distribution center (DC) has an entire shipment of products mislabeled with the wrong SKU.Your customer service team provided Reference number #Y8Q2JZ and stated it could take up to five days for investigation. However, given that this error was repeated, I am requesting an expedited escalation and a thorough physical inspection at your DC to identify and correct the issue before the dark denim assortment becomes ************** a resolution, I specifically request that the correct product, the dark denim assortment, be shipped to me promptly once confirmed through your DCs physical inspection. Additionally, I would appreciate expedited processing to prevent this item from becoming out of stock.

      Business Response

      Date: 04/22/2025

      Hello ***,

      Thank you for contacting us via the Better Business Bureau regarding this matter. We're very sorry to learn that you've received the wrong item twice!

      We pride ourselves on the accuracy of our fulfilled orders and would hate to let you down!  A member of our ************* team reached out to you via email on April 21st, 2025. That agent will continue to communicate with you as our team works to investigate and resolve this matter. If you have any further questions or concerns, please reply directly to that email.

      Thank you for giving us the chance to make this right!


      *************
      ********************** & ********************

      Customer Answer

      Date: 04/23/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      *** ******

    • Initial Complaint

      Date:04/20/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made an order with Abercrombie and the wrong item showed up - the company refuses to reship the correct item or give me a refund for an item that Ive never gotten. I received a womens large dress in an All mens order ( photo shown). Theyve given no reason to be denied my resident. Ive worked with customer service three times and they still refuse to give me a resolution

      Business Response

      Date: 04/22/2025

      Hello *******,

      Thank you for taking the time to reach out!  We are so sorry your experience wasn't the best.

      We are thrilled to confirm a refund of $42.78 was issued back to your Klarna payment method. The refund was issued on April 21st, 2025 and should be returned to your Klarna payment method within 14 days! Our ************* Team also sent an email to confirm that refund on April 21st, 2025, please keep an eye out for that! We sincerely appreciate your feedback and look forward to making your next experience that much better!

      Best regards,

      Customer Answer

      Date: 04/22/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      ******* *****

    • Initial Complaint

      Date:04/20/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Package was marked as delivered yet I never recieved it. I was contacted via email with them confirming the package was lost and delivered to the wrong house. Then a few days later I get a email saying even though it was confirmed lost to the wrong house they couldnt refund me

      Business Response

      Date: 04/22/2025

      Hello *****,

      Thank you for taking the time to reach out!  We are so sorry your experience wasn't the best. We are thrilled to confirm that your order was approved for a refund on April 21st. 2025. ***************** Team sent an email to confirm that refund to you on April 21st, 2025. Please keep an eye out for that! We hope this makes things right!

      If we can help with anything else, please, do not hesitate to reach back out to us at ************************************************* with any other questions or concerns you may have; wed be happy to help!

      Customer Care
      ********************** & ********************

    • Initial Complaint

      Date:04/19/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 16, 2025, I placed an order with Abercrombie & Fitch totaling $116.99. I was notified that the package had been delivered on April 19, but I never received it. When I contacted customer service for help, I was told there was nothing they could do. They refused to issue a refund or resend the order and essentially told me I could repurchase the items if I still wanted them.Its unacceptable to place the burden on the customer when a package does not arrive. I shouldn't be expected to play detective and figure out what went wrong with the delivery. I paid for something I never received, and the company has taken no responsibility whatsoever.I am requesting that Abercrombie & Fitch do the right thing and either refund me or resend the merchandise I paid for.

      Business Response

      Date: 04/22/2025

      Hello Ariana,

      Thank you for contacting us via the Better Business Bureau regarding this matter! We're very sorry to learn that your order was marked as delivered by the shipping carrier but unable to be located.

      Here at Abercrombie & Fitch, we're always looking to improve to help ensure our customers have a pleasant experience each time they shop with us. We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 


      *************
      ********************** & ********************

      Customer Answer

      Date: 04/29/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      ****** ********

    • Initial Complaint

      Date:04/18/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 14, 2025 I placed 2 orders: order #1 (***********) with 1 pair of jeans then order #2 (***********) with 2 pairs of jeans (1 pair of which were the same as the pair of jeans from order #1). I immediately contacted A&F customer service to cancel order #1, however, was told by ***** **** that I could not cancel the order and would have to return after delivery. I notified ***** **** that it was a "final sale" item and it could not be returned. ***** **** insisted that it was just "clearance sale" and she would make a note in the case (I1KZ9P) that I could return after delivery. On April 17, I received order #1 and order #2. I contacted A&F on April 18 to return order #1 and was told by Precious (case OG8Q8P) that I could not return the order despite wanting to honor any commitments made by her coworker.

      Business Response

      Date: 04/22/2025

      Hello Francesca,

      Thank you for contacting us via the Better Business Bureau regarding this matter!

      We would like the opportunity to review your concerns and discuss this matter with you. A member of our ************* team will be contacting you shortly via email. 


      *************
      ********************** & ********************

      Customer Answer

      Date: 04/22/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      ********* ******-********

    • Initial Complaint

      Date:04/17/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with Abercrombie & Fitch, which was marked as delivered. Almost a week later, I have not received the package despite checking thoroughly and confirming with neighbors and building staff. I contacted customer support, and although they acknowledged the package was likely lost, they refused to issue a refund. Instead, they offered to place a new order but required me to pay again.Ive been a loyal Abercrombie & Fitch customer for over a decade and have never encountered an issue like this. I believe it is unfair and unacceptable for the company to require additional payment for an order I never received. I am requesting a full refund for the undelivered order.

      Business Response

      Date: 04/22/2025

      Hello Xinyi,

      Thank you for taking the time to reach out!  We are so sorry your experience wasn't the best.  We are thrilled to confirm that your order was approved for a replacement package and the new shipment should be on it's way to you very soon!  ***************** Team sent an email to confirm that replacement to you on April 18th, 2025. Please keep an eye out for that!  We sincerely appreciate your feedback and look forward to making your next experience that much better!

      Customer Care
      ********************** & ********************

    Abercrombie & Fitch is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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